Peter Gilroy OBE Chief Executive Kent County Council The London School of Economics Public Policy Group The London School of Economics Public Policy Group Seminars “Innovating Out of the Recession”

“The most important lesson: think horizontally. The world is moving from a place where value was created in vertical silos of command and control to a world where value is increasingly going to be created horizontally by how you connect and collaborate - how you synthesise this with that” Thomas Friedman “The World is Flat”

Global Changes & Technology Changes Funding in future and the global recession mean the public sector can not afford to continue as it is Funding in future and the global recession mean the public sector can not afford to continue as it is The conflict for citizens and care professionals is how to maintain and increase independence and reduce public costs against a background of demographic change & public expectation The conflict for citizens and care professionals is how to maintain and increase independence and reduce public costs against a background of demographic change & public expectation As citizens we are becoming more articulate and more demanding and we like to handle things ourselves As citizens we are becoming more articulate and more demanding and we like to handle things ourselves Increasingly “online” Increasingly “online” Public services and expectations are moving into services that give choice and increase quality of life Public services and expectations are moving into services that give choice and increase quality of life Citizenship means influence – that means transforming the way we interact and engage Citizenship means influence – that means transforming the way we interact and engage

The Digital Age – Digital Britain Globalisation and the Internet have fundamentally altered approaches and behaviours Globalisation and the Internet have fundamentally altered approaches and behaviours Public Access in the 21 st Century and our behaviour is changing Public Access in the 21 st Century and our behaviour is changing Needs are inter-related Needs are inter-related Telephonic access needs to be simple – single numbers Telephonic access needs to be simple – single numbers Web access needs to be interactive Web access needs to be interactive Footfall complementary Footfall complementary Multi-agency linkages and connectivity Multi-agency linkages and connectivity

DID YOU KNOW ?

1 out of 8 couples married in the US last year met online

CARTER REPORT!! Broadband and broadband mobile technology is being used for Information activity Engagement Transactional activity

Four Examples from Kent Telehealth: £1.5m on bed days alone in a year The Kent Card: £2m saving Gateway: £10m saving Kent TV: £200k savings on publications – more to come! This is about quality of service as well as productivity

Video on telehealth

Telehealth 1000 people involved 1000 people involved Reduced hospital visits/admissions Reduced hospital visits/admissions Increased confidence and quality of life for service users and their carers Increased confidence and quality of life for service users and their carers Alongside the Kent Card this is a journey that is starting to shape the future in Kent Alongside the Kent Card this is a journey that is starting to shape the future in Kent Fundamental implications for Social and Health Care over the next decade nationally and internationally for remote care and clinical management Fundamental implications for Social and Health Care over the next decade nationally and internationally for remote care and clinical management

The Kent Card Developed with the Royal Bank of Scotland Developed with the Royal Bank of Scotland New to the banking world New to the banking world Preloaded with an agreed amount Preloaded with an agreed amount Simplifies Direct Payments Simplifies Direct Payments No need to apply for or manage a bank account or keep detailed records No need to apply for or manage a bank account or keep detailed records

The Kent Card Puts people in control and makes a reality of choice Puts people in control and makes a reality of choice Simplifies back office processes, and saves time and money Simplifies back office processes, and saves time and money Developed for Social Care but potential applications right across local government and the Health Service Developed for Social Care but potential applications right across local government and the Health Service Agreed to trial use for Continuing Agreed to trial use for Continuing Care, Patient Transport, Care, Patient Transport, Specialist Equipment Specialist Equipment

Video on Gateway programme

Gateways Customer focused Customer focused Cross-agency: central & local government, voluntary sector, business community (eg Lloyds Pharmacy) Cross-agency: central & local government, voluntary sector, business community (eg Lloyds Pharmacy) Modern, retail concept and setting: high footfall, convenient, friendly environment, customer first mindset Modern, retail concept and setting: high footfall, convenient, friendly environment, customer first mindset Takes traditional “one-stop shop” concept further Takes traditional “one-stop shop” concept further Complementary to web, telephone and traditional home visiting Complementary to web, telephone and traditional home visiting Mobile Gateway – bringing services to rural communities Mobile Gateway – bringing services to rural communities 7 Gateways now – 3 more to open soon 7 Gateways now – 3 more to open soon Central to office transformation strategies Central to office transformation strategies

Video on Kent TV

KENT TV 24/7 broadband community channel, not just news 24/7 broadband community channel, not just news Promoting the best of Kent Promoting the best of Kent Transforming communications & embracing digital age – iPod, mobile downloads Transforming communications & embracing digital age – iPod, mobile downloads Tourism, politics, leisure, education, public health Tourism, politics, leisure, education, public health Tackling gritty issues – bullying, social exclusion Tackling gritty issues – bullying, social exclusion “How To” channel “How To” channel New “What’s On” channel New “What’s On” channel Training for social care providers Training for social care providers Over 1 Million visits Over 1 Million visits Truly interactive Truly interactive Impacting on the “glue” that creates communities Impacting on the “glue” that creates communities and community cohesion and community cohesion Just a click away – Just a click away –

This is not about restructuring – it is about transformation and being obsessed with the citizen’s experience of public services This is not about restructuring – it is about transformation and being obsessed with the citizen’s experience of public services Promoting independence and choice, and personalisation of services Promoting independence and choice, and personalisation of services Shift of power from systems and practitioners to service users and citizens Shift of power from systems and practitioners to service users and citizens Technology is just a tool. Dramatic change will continue and we should not underestimate the massive shift in all areas of our lives with regard to applied technology. There will be more change in the next ten years than in the last seventy Technology is just a tool. Dramatic change will continue and we should not underestimate the massive shift in all areas of our lives with regard to applied technology. There will be more change in the next ten years than in the last seventyConclusion

You see things; and you say “Why?” But I dream things that never were; and I say “Why not?” George Bernard Shaw